JOB SUMMARY:

Provides exemplary concierge-level guest service by assisting and satisfying guests’ needs. Prepares all future tour bookings through various sales channels for a seamless day-of delivery of the VIP Experience product. Supports the daily operation of VIP Experience troubleshooting and resolving guest concerns via telephone, email, and letter.

MAJOR RESPONSIBILITIES:

• Responds to VIP Experience guest and internal client inquires/ complaints, and other correspondence via telephone, email, letter, and fax. Modify tour details based on guest/clients request. Performs concierge duties including, but not limited to, proactively reaching out to guests/clients, creating dining reservations, etc.
• Supports daily operation by working through internal partners and guests, and multiple systems to accurately document pre-arrival and post-visit functions for paid, comp, discount, and educational tours.
• Communicate with VIP Guides as instructed by leadership regarding tour start times, tour requests and any pertinent information regarding scheduled tours. Modifies Guide schedules to specific Guest requests through use of scheduling documents and tools including KRONOS.
• Aids in compensation in escalated recovery situations. Ensures all Guest feedback is properly documented. Follows up with Guests who have requested contact in post-tour surveys.
• Balances departmental resources through Manager’s Work Station. Manages staffing according to tour requirements. Oversees tour transactions and processes gratuity for Tour Guides via Galaxy.
• Coordinates with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, etc regarding High Profile Clientele, Guest safety and security, brand voice and brand reputation. Manages and documents Executive and Complimentary products through Genesis and other resources as needed.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

SCOPE:

• The VIP Experience Operations Specialist’s primary role is to support the daily operations of the VIP Experience by owning the pre-arrival and post-visit experience. Must be proficient in Microsoft Office (Powerpoint, Excel, and Word), Galaxy technology, product knowledge and all operational aspects of our business.
• Takes ownership of the Guest Experience by consistently demonstrating company Service Expectations and adhering to company appearance and wardrobe guidelines. Actively incorporates company Service Expectations into their work and ensures that these become an inherent part of the operation on a daily basis. Utilizes these practices to proactively offer personalized options that exceed Guest and/or Team Member expectations. Fully embodies the company Service Expectations and provides service the Universal Way.

EDUCATION:

• High school degree or GED is required.
• Technical school is preferred.
• Associate’s degree (AA) in Marketing/Hospitality is preferred.

EXPERIENCE:

• 3+ years direct experience in a guest service/customer contact position required.
• Experience working with VIP/High-Profile guests preferred;
• or equivalent combination of education and experience.

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